Director, Customer Success

Responsibilities

We are representing a global enterprise technology organization in their search for an exceptional Director of Customer Success to lead a distributed team of approximately 26 Customer Success Managers across Australia, the US, UK, Germany and the wider EMEA region.

This is a senior leadership role focused on strategy, coaching and organizational development. You will not carry your own customer portfolio. Instead, you will operate as a strategic leader providing direction and expertise across the entire Customer Success function.

In this role, you will:

• Lead, coach and develop a global team of approximately 26 Customer Success Managers, creating a high performance, accountable and collaborative culture across multiple regions
• Set the global Customer Success strategy and translate it into clear priorities, standards and measurable outcomes that can be consistently executed across geographies
• Own and continuously evolve the global Customer Success methodology, operating model, processes, governance, tooling and best practices
• Establish consistent frameworks for customer planning, onboarding, adoption, value realization, customer health, risk identification, renewals and expansion
• Coach CSMs to become stronger strategic customer leaders, developing their capabilities across executive engagement, commercial acumen, value selling and strategic account planning
• Provide constructive challenge to CSMs and regional leaders, raising the quality and consistency of customer strategy and ensuring focus on meaningful outcomes
• Establish clear performance expectations, KPIs and management rhythms, using data and customer insight to identify trends and diagnose performance gaps
• Build and maintain a strong Customer Success knowledge base including playbooks, frameworks, templates and repeatable practices
• Partner closely with Sales leadership to establish effective collaboration across renewals, expansion, customer risk and executive relationships
• Work with Professional Services, Product, Support and Engineering to improve the end-to-end customer experience and drive improvements across the customer lifecycle
• Act as a senior escalation point for strategically important or complex customer situations, providing coaching and strategic guidance to the CSM
• Represent the voice of Customer Success at senior leadership level, bringing clear customer insight and data-driven perspectives to business decisions
• Identify capability gaps and build targeted development plans, coaching programs and succession pipelines
• Support hiring and organizational design decisions as the Customer Success organization continues to scale
• Champion a culture of continuous improvement, accountability and customer value

What We're Looking For

Our client seeks a candidate with:

• Significant senior leadership experience within Customer Success, ideally gained in B2B SaaS, enterprise technology, AI, automation or similarly complex technology environments
• Proven experience leading geographically distributed Customer Success teams, ideally at a scale of 20+ CSMs across multiple regions and markets
• Deep expertise in Customer Success strategy, operating models, methodologies, processes, tooling, governance and performance management
• A strong track record of coaching and developing Customer Success Managers and building high performing teams
• Experience establishing, transforming or scaling Customer Success processes and standards during periods of significant growth or organizational change
• Strong understanding of customer value realization, product adoption, retention, renewals, expansion, customer health and executive engagement
• Strong commercial understanding with the ability to partner effectively with Sales and understand commercial drivers without turning Customer Success into a sales function
• Highly data-driven approach with the ability to use customer and business insight to diagnose performance, identify risk and make informed decisions
• Exceptional executive communication and influencing skills with confidence and credibility to engage senior stakeholders and challenge established thinking
• Exceptional coaching abilities to elevate CSM performance through clear, practical guidance and constructive challenge
• Strategic and structured mindset with the ability to operate at a global level while diving into detail when required
• Strong judgment and commercial acumen with clear focus on measurable outcomes and ability to balance customer, commercial and organizational priorities
• Collaborative, pragmatic and confident approach, comfortable challenging established thinking while building strong cross-functional relationships
• Calm, credible and highly organized, particularly when dealing with complex customer situations and high pressure environments
• Ability to create clarity, align distributed teams and lead effectively through periods of change
• Natural curiosity about customers, technology and how organizations generate measurable business value from enterprise software solutions

Success in this role will be measured through Net Revenue Retention, Gross Retention Revenue, customer satisfaction, advocacy, improved time to value, CSM performance and engagement, quality of processes and playbooks, reduction in preventable customer risk, and stronger cross-functional collaboration.

How We Work With You

Our talent team at Get A Job.ai will guide you through the entire process. When you apply through our platform, a dedicated recruiter will review your background and conduct an initial screening conversation. If there's a strong match, we will submit your profile to our client for consideration. Please note that all applications must come through Get A Job.ai—direct contact with the client is not part of this process.

Pay

Compensation details will be discussed with qualified candidates during the screening process.

Get A Job.ai is an equal opportunity recruiter. All qualified applicants will receive consideration without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.